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Customer support that actually supports people.
At Statsig, we believe the best customer support happens when you talk directly to the people working on the product. They can answer quickly and efficiently almost any question you have.
Anyone using Statsig can join us on our Community Slack workspace! Once inside, you’ll find the #support channel with nearly 5,000 members.
Anyone can ask a question day or night, and the Statsig team will see it—often faster than you might expect.
Friendly neighborhood AI
Our documentation can answer many questions, and we work hard to make this possible. On Slack, we also have many successful question-and-answer interactions that we've cataloged as successful for the sake of training AI.
To leverage this bank of knowledge, we use Scout to provide our corpus of context straight to the AI brain, which then shows up directly in Slack to try to answer your questions first within a few seconds of asking them:
Often, the AI can draw on past questions and answer a new question so accurately and thoroughly that the asker thanks it and skips off happily to finish their project before we even get a chance to see it!
It doesn’t always work out that nicely, though, so we have a special internal group just for discussing those cases:
Related: How Statbot AI saved my hackathon project
Enter the humans (and Unthread!)
Most of the time, the bot can’t handle these questions all by itself (nor should it; we love talking to you!)
So, we started leveraging Unthread to catalog each of our support requests and allow us all to find, assign, and reply.
Furthermore, we have an internal tool that categorizes each request based on the text content and makes a (usually right) guess as to which team should react!
From there, anybody within the team that was pinged can pick up a question, ask for help, or assign it to someone they are confident knows best!
Using these tools, we're able to answer hundreds of questions a week, allowing all of our customers to talk directly to someone who works on the feature they're asking about, rather than spending days in a support queue for a dedicated team to try to answer.
Now, we catch bugs faster and are able to give you the support you need to build awesome products and infrastructure.
Celebrating customer support
Every Friday, our Account Manager, Ben, hosts a thrilling raffle. The engineers with the highest engagement in Slack have a chance to win a prize. We also celebrate the top contributors and the most improved.
Customers make everything we do worth it, and we’re thrilled to talk to you each week.
Keep on Slackin’ ✌️
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